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Abrar Hussain

@abrarhussain3

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Product Support Specialist with SaaS QA and SDR experience, delivering customer success through fast, accurate support.

Pakistan

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What I'm looking for

I’m looking for a SaaS-focused role where I can own product support (chat/email/phone), improve quality through QA and coaching, and grow into customer-success leadership. I value data-driven feedback, process improvement, and strong team collaboration.

I’m a Product Support Specialist with 7+ years of experience in customer support, quality assurance, administration, document editing, and sales across SaaS and healthcare. I support customers through phone calls, live chat, and email—handling troubleshooting, resolving issues, managing escalations, and supporting onboarding to ensure customers get maximum value from the product.

I’m also results-oriented and team-focused, with proven leadership as a CSR Team Lead/Supervisor on a significant US healthcare project (True Coverage). I’ve supervised and trained teams, monitored performance metrics, improved processes, reported weekly to other departments (HR and Payroll), and led continuous improvements—bringing the same drive to my QA work at Speridian Technologies through live call auditing, reporting, and executive coaching.

Experience

Work history, roles, and key accomplishments

Sales Development Representative

Motive

Aug 2021 - Jan 2023 (1 year 5 months)

Prospected and generated qualified leads for a SaaS offering through outreach across phone, email, social, and networking. Qualified prospects, scheduled product demos, and maintained accurate CRM pipeline records.

Lead Generation Prospecting Qualification Appointment Setting Pipeline Management CRM Management Outreach Social Selling

Customer Support Executive

Ibex Global

Sep 2020 - Aug 2021 (11 months)

Resolved customer inquiries via phone, email, and live chat, ensuring accurate case documentation and follow-up to closure. Handled complex issues via escalation and supported fraud handling and troubleshooting within SLA targets.

Customer Support Phone Support Live Chat Support Email Support Case Management SLA Management Escalations Troubleshooting Interpersonal Communication

CSR Team Lead / Supervisor

True Coverage Healthcare

Supervised a customer service team for a healthcare project, leading training, performance management, and coaching. Improved customer experience through escalations handling, process improvement, and weekly reporting.

Customer Service Leadership Performance Management Customer Escalation Process Improvement Reporting Analysis Team Collaboration Morale Management Customer Success Operations

Product Support Specialist

Joblogic

Provided SaaS product support via email, live chat, and phone, troubleshooting and resolving customer issues. Managed escalations and supported onboarding for new users.

SaaS Support Live Chat Support Troubleshooting Customer Escalation Customer Onboarding Salesforce Intercom Slack

Customer/Client Service Rep

TRG World

Provided customer and client service support for an alert communications campaign, supporting issue resolution and ongoing account assistance. Coordinated responses to meet service expectations for US customers.

Customer Service client support Case Handling Communication Skills Service Delivery Documentation

Sales & Customer Service Rep

US Campaign Systems Ltd.

Processed customer sales orders with accuracy and supported upselling of similar products. Created and escalated discrepancy cases to the appropriate teams to ensure customer satisfaction.

Order Processing Customer Service Upselling Sales Support Escalation Management Customer Satisfaction

Quality Assurance Specialist

Speridian Technologies

Conducted live call auditing and monitoring to evaluate quality and identify improvement opportunities. Prepared quality reports and ran coaching sessions to support continuous performance improvement.

Monitoring Quality Assurance Coaching Feedback Performance Improvement Reporting KPI Tracking Continuous Improvement Executive Coaching